Team Lead – Collection

Job description

Responsibilities
● Maintain the discipline of the team in terms of Login/Logout and Breaks.
● Providing the detail information on the issues of customers related to Onboarding calls
● Auditing the calls of the teammates and looking for areas of improvement on calls.
● Giving the training to the new joiners as well as to the team in case it is required
● Maintain the leave requests of the team members as per the workload with a proper tracking system.
● Looking into the requirement of the headcount as per the load, so that we can hire the staff accordingly.
● Focusing on the Conversion percentage to bring it above the current percentage of 4%
● Make sure that team is achieving the daily benchmark of 400-450 calls.
● Make sure that the team is giving the detailed information to the customers as per the guidelines given to them.
● Make sure that the audit rating should go up on a monthly basis from the current rating of 3.01, which can only be done with proper auditing.